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Customer Service Operations Manager

2 months ago

Reading, Reading, United Kingdom Brook Street UK Full time
Customer Service Operations Manager

Are you skilled in managing customer interactions within the Utilities sector, specifically in Gas and Electric services?

We are currently seeking a dedicated 'Customer Service Operations Manager' to join our team on a temporary basis, with the potential for a permanent position.

Role Overview
This position is crucial in facilitating a variety of customer-centric operational activities.

The primary objective is to ensure that our clients receive outstanding service through various communication channels, including our website, email, and phone.


Key responsibilities will include assisting customers with service modifications, exploring new connections, managing their accounts, addressing complaints, and prioritizing the needs of vulnerable customers during supply disruptions.

You will need to exhibit strong listening skills, empathy towards customers, while adhering to established procedures.

Key Responsibilities:
- Effectively manage customer inquiries.
- Resolve minor inquiries promptly.
- Handle records, assessments, and direct complaints, focusing on solutions and resolutions.
- Ensure accurate customer information is maintained in the system.
- Perform daily administrative tasks, including managing out-of-hours schedules.
- Maintain professionalism regarding colleagues, confidentiality, security, communication, and presentation.

Experience Required:
- A minimum of three years' experience in customer-facing roles.
- Proven ability to manage sensitive customer issues.
- Experience in resolving customer complaints.
- Knowledge of the utilities sector is highly advantageous.
- A collaborative approach, working closely with colleagues and external partners.
- A genuine commitment to delivering exceptional service.
- Ability to take ownership of tasks and communicate realistic timelines.
- Confidence in engaging with team members and external partners to build relationships.
- A strong motivation to achieve success and support the wider team.

Working Hours:
Monday to Friday, 9:00 AM - 5:00 PM (Flexible working options available)

Compensation:
£35,000 per annum (Paid weekly)